Welcome to Crystal Springs^®!

I am delighted to have you as one of our valued customers. At Crystal Springs, we're more than great water. With a full offering of preferred bottled water, coffee, tea and water filtration products, we're complete refreshment and convenience. From the first sip to the last drop, our beverage delivery service is designed to simplify your life.

We are absolutely committed to your satisfaction. If there is any way our team can improve your experience, please don't hesitate to reach out to us at 800-785-8524 or customerservice@dsservices.com. We welcome your feedback.

Sincerely,

Dave Muscato, President
DS Services of America, Inc.

Letter from Primo Direct President

Welcome Letter

Select a Question

You have questions? We have answers.

If you have questions about your service or your transition to Crystal Springs^® delivery, please see the list of Frequently Asked Questions. You can scroll down to read them all or click on those that interest you.

What Happens Next?

Effective June 8, 2020, all of the beverage deliveries, billing, bottled water, water filtration and coffee services you've been receiving from Primo Direct will now be provided by Crystal Springs^®. Listed below is information to help you through this transition.

Bottled Water Choices: We will continue to deliver the same delicious Primo branded bottled water products as well as an array of new product and equipment offerings.
Invoices: Our invoices are aligned with our delivery cycle. You will receive one invoice every 28 days.
Payment Methods: We accept a variety of payment methods. You can pay your bill by mail, online or by calling us at 800-785-8524. Please reference your account number located on each invoice.
Paperless Billing: Go green and save money! If you sign up to receive electronic invoices, it will help you avoid the fee charged for processing, handling and mailing paper invoices. We waive this fee for the first 90 days to give customers time to sign up and avoid this charge.
Account Number: You will receive a new customer account number. This number can be found on your welcome letter, welcome email or your Crystal Springs invoice. Please reference this number when setting up your online account or communicating with our Customer Care team.

How does delivery service work?

Your delivery service is scheduled for every two weeks or every four weeks, and we offer two types of service:

Standing Order service means we always deliver the exact quantity of products you specify – you get the same order at every delivery. In other words, regardless of the number of empty 3- or 5-gallon bottles you leave out for us, we'll leave you the full number of water bottles and other products you've specified in your order, every time.

Replenish Order service means we'll replace the number of empty 3- or 5-gallon bottles you leave out with full bottles. If you forget to leave out your empty bottles for us, we'll leave you full bottles based on your average order. The same goes for other products in your order – we'll leave you product quantities based on your average order.

Why Use the My Water+ App?

Download the My Water+ app to easily communicate with us about your deliveries. You can view and change your upcoming deliveries and recurring orders, and search and shop for new products. Soon, the app will also give you delivery and billing notifications and let you make payments.

How do I set up my account?

Want to check your delivery schedule, change your order or sign up for paperless billing? The easiest way to manage your account is online. All you need to get started is your Crystal Springs^® account number located on your Welcome letter, Welcome email or invoice.

Pay Your Bill

Manage Deliveries

Add or Change Products

How does billing work?

Invoices

Our invoices are aligned with our delivery cycle. You will receive one invoice every 28 days. You can pay your invoice by mail, online or by calling Customer Care at 800-785-8524.

Paperless Billing

You can also go green and save money by choosing paperless billing and receiving invoices electronically. This will help you avoid the $4 fee charged for processing, handling and mailing paper invoices. We waive this fee for the first 90 days to give our customers time to sign up and avoid this charge.

eInvoice

If you are currently receiving electronic invoices through your service provider, you will need to sign up to receive eInvoices from Crystal Springs. Your billing preferences will not be automatically transferred. You can sign up for eInvoice online or by calling Customer Care at 800-785-8524.

Download W-9 for business accounts

How can I sign up for AutoPay?

For a hassle-free option and to simplify your bill-paying routine, sign up for AutoPay using ACH, debit or credit card to set up recurring payments for your account.

Once you set up your online account, you can provide a method of payment and set it for automatic and recurring payments.

An email will be sent to you when your invoice is ready for processing, but you will not need to take any action – your payment will automatically be applied.

If you previously signed up for AutoPay through Primo Direct, your billing information has been transferred to us.

How do I read my invoice?

If you have any questions about your invoice, don't hesitate to call Customer Care at 800-785-8524.

View your scheduled deliveries for the next three months.

Please use the last eight digits when referencing your account.

See your previous balance and payments posted since your last invoice.

This amount is based on the monthly U.S. average on-road diesel price as published by the U.S. Department of Energy. Learn more

See totals for various products and transactions.

Pay your invoice by mail, online or by calling Customer Care at 800-785-8524. We accept Visa, Master Card, Discover, and American Express

How do I read my invoice?

If you have any questions about your invoice, don't hesitate to call Customer Care at 800-785-8524.

Upcoming Delivery Dates – View your scheduled deliveries for the next three months.

Customer Account Number – Use this number when referencing your account.

Promotions – Register online to view our latest monthly promotions.

Summary – See your previous balance and payments posted since your last invoice.

This amount is based on the monthly U.S. average on-road diesel price as published by the U.S. Department of Energy. Learn more

What's an energy surcharge?

Like many delivery companies, we may apply a variable energy surcharge each billing period based on the price of fuel and other petroleum-based products we use in our business. As a new Crystal Springs customer, we will waive this fee for the first 60 days.

Learn more

Will I have a new delivery person?

As we make this transition, it may be necessary to make changes to current service routes, and you may have a new delivery person. It is our goal to deliver the same level of service excellence you've come to expect.

Will my product choices or pricing change?

Your bottled water brand will not change. We will continue to deliver Primo branded bottled water and an array of additional beverage options.

Your pricing will not change – you'll be billed the same amount as before.

In terms of product mix, we'll do our best to maintain the same assortment. We are always assessing our product offering to ensure that we can meet your pricing, quality and service expectations. If we feel a change in product choices is necessary, we'll let you know about the change by letter or email. We'll also offer a recommendation for a replacement product that we think you'll enjoy just as much.

Will my product choices or pricing change?

I still need help. What do I do?

We're happy to assist you and answer your questions. You can always speak to your delivery person when he or she stops by, or you can leave a note for your delivery person on your empty bottles. You can also reach us through any of the options below.

Online

800-785-8524

How do I order other beverages and services?

We have many great beverage brands and options for you. In addition to bottled water, we also deliver coffee, tea, water filtration services and more. We serve homes and offices, so selection varies based on your account type.

If you need to stock up or are having a party, it's easy to increase or change your order. Or if you'd like to try something new, we have lots of refreshing choices for you.

Explore what's available for you
Or call us at 800-785-8524.

Customer subject to CA CASH REFUND or applicable state bottle deposits on free and purchased cases.

How do I order other beverages and services?

800-201-6218

You have questions? We have answers.

What Happens Next?

How does delivery service work?

Why Use the My Water+ App?

How do I set up my account?

How does billing work?

Invoices

Paperless Billing

eInvoice

How can I sign up for AutoPay?

How do I read my invoice?

How do I read my invoice?

What's an energy surcharge?

Will I have a new delivery person?

Will my product choices or pricing change?

I still need help. What do I do?

How do I order other beverages and services?